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Company Name : Kotak Mahindra
Location : Thane, Maharashtra
Position : Team Member-Training-CEC-HO & SUPPORT-Training
Job Description : We are looking for a VRM –Product/Process Trainer to coordinate and support our Virtual Relationship Management channel
Main responsibilities include identifying training needs of NHT and existing employees and accordingly scheduling and conducting training programs focusing on Relationship Management (RM) skills.
Conduct NHT trainings for new joinees on VRM product/process
Develops training programs aiming at relationship building with new/existing High Net worth Customers
Design training interventions on effective profiling of customers
Design quality Sales training programs for VRM processes which Up-skills the CEC staff on Cross sales of bank products and builds penetration for remote banking channels like net/mobile banking
Design training programs on service orientation to ensure high NPS scores
Collaborates with the ROCE teams to ensure lower cycle times and best conversion ratios
Conduct periodic TNA to develop new training programs or modify and improve existing programs.
Ensure ROI on training is measured and delivered.
Ensure accuracy and effectiveness of training and real world application of training.
Conduct a suitable intervention during OJT and provide Coaching & Feedback and supervision during this period
Support OJT period by observing, measuring and monitoring learners as needed.
Content Development
Monitor calls on RM skills.
Provides continuous Coaching & Feedback to enhance agent performance.
Listen to calls (recorded/side-by-side) on the Production floor
Develop action plans for the bottom quartile and ensure that they move up the learning
curve by means of Special Coaching
Plan and Conduct Refresher on predetermined frequencies
To perform job functions within predetermined KPIs/ performance standards.
Desired Candidate Profile
Graduate with 5-7 years of experience in training in process/soft skills/sales focusing on Relationship Management
Experience in working in relationship management in BFSI preferred.
Good listening skills and strong communication abilities.
Good presentation skills
This post is listed Under Thane jobs
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